Assistant Manager RCA And Customer Insights Injaz - CXC - RBG - Customer Care Unit Client Experience And Conduct Group

Key Result Areas- Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps.

- Develop actionable insights and recommendations to address recurring customer pain points.

- Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.
- Conduct workshops, brainstorming sessions, and service recovery discussions with key business units.
- Leverage data analytics and customer insights to support process change proposals.
- Conduct regular coaching, Trainings and feedback sessions with complaints-handling agents based on RCA findings.

- Lead quality assessment exercises, ensuring adherence to resolution best practices.

- Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.

- Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.

- Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.

- Track the impact of implemented changes, ensuring sustained improvements.
- Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions.
- Present findings to senior leadership and stakeholders, driving discussions on strategic improvements.
- Provide quarterly and monthly updates on complaints reduction initiatives and their impact.
- Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.
- Participate in Regular Agile Scrums and drive business assigned Objectives to reduce complaints and improve customer experience